Customer Care Officer

Lusaka

Full-Time

Mid-Level

Certificate/Diploma

Posted 22 Sept 2026

Due 30 Sept 2026

Osho Zambia

Customer Care Officer

Lusaka

Full-Time

Mid-Level

Certificate/Diploma

Posted 22 Sept 2026

Due 30 Sept 2026

Osho (...We grow with you!) is hiring a Customer Care Officer to join our team in Lusaka, Zambia.

Application Deadline: 30th September 2026

Role Purpose:

Ensure excellent customer service offered to our customers, which will lead to consistency in customer delivery, customer satisfaction, customer retention, improve sales, growth of the company.

Key Responsibilities:

Handle all clients and customer related issues through phone calls, SMS, social media, WhatsApp, LinkedIn & email.
Management and effective use of CRM on all issues pertaining to customers.
Co-ordinate all escalation and monitoring of all active and pending cases including tasks on CRM.
Follow up on resolving product and service problems by clarifying the customer's complaint; determining the root cause of the problem; provide feedback and follow-up to customer as per the Escalation matrix/SLA form.
Effective communication with our customers on Stock's availability, box packing, price lists, new packs, and products.
Manage Customer Relationship Management (CRM) queue.
Assist customers with all enquiries and complaints, via phone, email, social media (WhatsApp or face book), SMS and webchat.
Follow up on resolving product and customer service with relevant departments via tasks to ensure fast delivery as per the Service Level Agreement (SLA).

Key Qualifications:

Bachelor or Diploma in Agriculture, Marketing, Horticulture, Business Administration, or related field.
Should have at least three (3) years of working experience in Agricultural Industries, Customer Service in a high call traffic environment, targeting lower and middle income groups.